Agentic AI for the Next-Generation Contact Center; What CXOs Need to Decide Now

By Sanjoy Ghosh, AI & Digital Engineering Leader The last wave of “AI for the contact center” concentrated on assist: call summaries, auto-notes, knowledge snippets. Those are real wins when deployed with guardrails; one insurer’s direct […]

Risk Management (1/2)

The Architecture Development Method (ADM) of the TOGAF Standard describes a number of techniques a practitioner has at his disposal. Risk Management is the second-to-last technique that is described. Since it is addressed in several phases (Phase A and Phases E through H), it can be seen as an integral part of architecture development. Applying Risk Management techniques ensures that risks are identified, assessed, and mitigated as part of the architecture development process.

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